A tailored course, built for your situation
Polished ISO 20000 documentation delivered upfront
Produce audit-ready service management artefacts with precision
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Avoid last-minute revisions and incomplete service records during compliance reviews
The situation this course is for
Teams often scramble to clean up service management documentation just before audits, exposing gaps in process evidence and risking non-conformance findings during ISO 20000 assessments.
Who this is for
Senior project and service managers responsible for delivering compliant, well-documented service management processes within complex programmes
Who this is not for
Individuals seeking introductory overviews of IT service management or general ISO compliance awareness
What you walk away with
- Deliver ISO 20000-compliant service documentation that passes internal and external review without revision
- Reference real-world examples of incident, change, and service level management records aligned to ISO 20000 clauses
- Apply a repeatable method to draft service management artefacts that reflect audit readiness
- Reduce time spent on rework during compliance cycles by using pre-structured templates
- Demonstrate process maturity through polished, consistent documentation packages
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and service management documentation
Establish the core principles of ISO 20000 and why documentation quality directly impacts audit outcomes and service delivery credibility.
12 chapters in this module
- What ISO 20000 governs
- Role of documented processes
- Audit expectations for service records
- Why first-draft quality matters
- Common documentation pitfalls
- Structure of a compliant service management system
- Linking processes to clauses
- Version control essentials
- Evidence requirements for each process
- How assessors evaluate completeness
- Organisational context documentation
- Maintaining documentation currency
Module 2. Service catalogue development
Learn to create accurate, audit-ready service catalogues that clearly define scope, ownership, and service boundaries.
12 chapters in this module
- Defining service scope
- Naming conventions for services
- Service owner assignment
- Service dependencies mapping
- Versioning service entries
- Including technical components
- Linking to customer agreements
- Review cycles for accuracy
- Change triggers for updates
- Formatting for readability
- ISO 20000 clause 4.3.1 alignment
- Common audit findings
Module 3. Incident management documentation
Produce complete, standardised incident records that satisfy ISO 20000 requirements for response and resolution tracking.
12 chapters in this module
- Incident classification schemes
- Required data fields
- Escalation path documentation
- Linking incidents to problems
- Resolution steps tracking
- Time-to-resolution reporting
- Major incident procedures
- Communication templates
- Post-incident review structure
- Evidence retention periods
- ISO 20000 clause 8.3 alignment
- Sample incident records
Module 4. Problem management process records
Develop problem management artefacts that show root cause analysis and preventive action planning.
12 chapters in this module
- Problem identification criteria
- Problem record structure
- Root cause analysis templates
- Workaround documentation
- Known error database setup
- Linking to change requests
- Problem resolution workflows
- Trend analysis reports
- Closure criteria
- Review frequency
- ISO 20000 clause 8.4 compliance
- Audit-ready problem log samples
Module 5. Change management documentation
Generate change records that demonstrate controlled modification of services, aligned with ISO 20000 change control requirements.
12 chapters in this module
- Change typology
- Standard vs non-standard changes
- Change request components
- Impact assessment methods
- Approval workflows
- Emergency change process
- Post-implementation review
- Backout planning
- Change calendar formatting
- Linking to CAB records
- ISO 20000 clause 8.5.2 alignment
- Sample change documentation
Module 6. Configuration management database records
Build accurate CMDB entries that support service continuity and audit traceability.
12 chapters in this module
- CI identification standards
- CI relationship mapping
- Ownership fields
- Version tracking
- Baseline documentation
- Access control logs
- Integration with change records
- Automated discovery use
- Manual update protocols
- Accuracy audits
- ISO 20000 clause 8.2.5 compliance
- CMDB report examples
Module 7. Service level agreement design
Construct SLAs that are enforceable, measurable, and aligned with business needs.
12 chapters in this module
- SLA structure components
- KPI selection
- Measurement frequency
- Reporting mechanisms
- Penalty clauses
- Customer sign-off process
- Service credit frameworks
- Review cycles
- Amendment procedures
- Linking to OLAs and UCs
- ISO 20000 clause 6.2.1 compliance
- Real-world SLA templates
Module 8. Continual service improvement records
Document CSI initiatives that demonstrate ongoing service optimisation.
12 chapters in this module
- CSI register setup
- Initiative selection criteria
- Business case documentation
- Implementation tracking
- Outcome validation
- ROI calculation methods
- Stakeholder communication
- Linking to service reviews
- Budget alignment
- Reporting to management
- ISO 20000 clause 9.4 compliance
- Sample improvement logs
Module 9. Internal audit preparation
Assemble documentation packages that stand up to internal audit scrutiny.
12 chapters in this module
- Audit schedule planning
- Checklist development
- Document sampling methods
- Interview preparation
- Evidence collection
- Gap identification
- Remediation tracking
- Follow-up protocols
- Reporting findings
- Management review input
- ISO 20000 clause 9.2 alignment
- Audit trail structure
Module 10. Management review reporting
Prepare concise reports that summarise service management performance for leadership.
12 chapters in this module
- Report frequency
- Key performance metrics
- Incident trend summaries
- Change success rates
- SLA compliance tracking
- Resource utilisation
- CSI progress
- Risk register updates
- Audit findings summary
- Action item tracking
- ISO 20000 clause 9.3 compliance
- Executive summary templates
Module 11. External audit readiness
Organise documentation and evidence to pass external ISO 20000 certification audits.
12 chapters in this module
- Certification body coordination
- Document staging
- Evidence binders
- Interview readiness
- Non-conformance handling
- Corrective action plans
- Timeline alignment
- Pre-audit checklist
- Site walkthrough prep
- Post-audit follow-up
- Surveillance audit prep
- Re-certification strategy
Module 12. Maintaining documentation over time
Implement processes to keep documentation current and accurate between audits.
12 chapters in this module
- Change triggers
- Review schedules
- Ownership accountability
- Version control
- Automated alerts
- Training for new staff
- Knowledge transfer
- Archive protocols
- Retention policies
- Tool integration
- Continuous improvement
- Governance oversight
How this maps to your situation
- During initial ISO 20000 implementation
- Ahead of internal audit cycle
- Preparing for external certification
- Post-audit improvement phase
Before vs. after
Before
Spending extra time revising service management documentation after feedback, with inconsistent formats and missing evidence.
After
Producing polished, audit-ready ISO 20000 artefacts the first time, reducing rework and increasing confidence in compliance outcomes.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3, 4 hours per module, designed for completion over 6, 8 weeks with steady progress.
If nothing changes
Without structured documentation practices, teams risk delayed audits, non-conformance findings, and increased effort during compliance cycles, especially as regulatory scrutiny on service delivery processes increases.
How this compares to the alternatives
Generic ITIL training focuses on concepts; this course delivers actionable documentation templates and real-world examples specific to ISO 20000 compliance, so you produce higher-quality outputs without guessing.
Frequently asked
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this cover ISO 20000 specifically?
Yes, every module is aligned to ISO 20000 clauses and delivers documentation methods tailored to its requirements.
Are templates provided for actual use?
Yes, every module includes downloadable, customisable templates based on real-world compliant implementations.
$199 one-time. Approximately 3, 4 hours per module, designed for completion over 6, 8 weeks with steady progress..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours